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Computer World Services Corp. (CWS) · 1 day ago

Help Desk Specialist I Shift Lead (Copyright)

Washington, DC

Full-time

Onsite

Entry, Mid Level

$55K/yr - $65K/yr

2+ years exp

Computer World Services Corp. (CWS) is seeking a Help Desk Specialist I – Lead who will serve as the senior resource and daily point-of-contact for Help Desk Specialists. This role involves providing advanced support, mentoring junior staff, and ensuring quality standards in customer interactions and troubleshooting.

ComputerInformation TechnologySoftwareVirtual Reality

Senior Management

No H1B

Security Clearance Required

Responsibilities

Providing advanced support and serving as the first escalation point for complex or sensitive customer issues

Monitoring ticket queues to ensure proper categorization, prioritization, assignment, and timely handling of all incidents and requests

Reviewing tickets for quality and completeness, ensuring accurate troubleshooting steps, documentation, and customer communication

Assisting with onboarding, training, and coaching of Help Desk Specialists I, including reinforcing procedures, scripts, escalation processes, and customer service standards

Supporting the Help Desk Supervisor in tracking team performance, identifying trends, and recommending process improvements

Coordinating daily workload distribution, ensuring adequate coverage for all communication channels (phone, email, online forms)

Acting as shift lead or primary point of contact in the absence of the Help Desk Supervisor

Assisting with the development and maintenance of procedures, scripts, FAQs, and knowledge base articles

Monitoring customer satisfaction feedback and assisting with corrective actions or follow-up communications

Ensuring all incidents are properly logged, categorized, researched, and escalated following policies and established service disruption processes

Lead performs all duties while ensuring quality, timeliness, and proper escalation across the team

Support 24/7/365 operations by coordinating shift assignments and ensuring continuous coverage

Validate the accuracy of escalations to development teams and product owners, especially potential bugs or defects

Assist in preparing and reviewing daily statistical reports and verifying data accuracy prior to submission

Lead the review of customer satisfaction survey results and quality assurance findings, identifying root causes and recommending improvement actions

Prepare or contribute to weekly QA reports that include analysis of unresolved tickets, negative survey results, and systemic issues

Qualification

IT support experienceCustomer service experienceITIL certification v4Leadership experienceTroubleshooting skillsMentoring skillsDocumentation skillsCommunication skills